Manager Workforce Management

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.  

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.
 

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
 

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Position Overview  

The Manager of Workforce Management administers the Workforce Management (WFM) system for Paylocity’s contact center. The position works closely with operations leadership to optimize the workforce.  This person will lead a group of analysts responsible for daily operations and providing strategic workforce planning support within all operations including scheduling, real-time management and forecasting.  

Location: Schaumburg, IL / Lake Mary, FL / Meridian, ID

This position is considered hybrid with the requirement to be in office three days per week.

Primary Responsibilities  

Primary responsibilities include monitoring real time and historical staff patterns, forecasting client demand and staff requirements, tool maintenance, create and delivering reports of shrinkage, schedule adherence and other KPIs as needed. This role will work as a WFM subject matter expert analyzing data and customer trends to optimize workforce configuration and maximize capacity.  

• Develop and implement a scalable workforce management model across various industry verticals, optimizing resources across lines of business, products, channels, and geographies.  
• Oversee the administration of workforce management tools, ensuring accuracy, efficiency, and compliance with organizational policies. 
• Direct day-to-day workforce management activities including forecasting, scheduling, and intraday operations.  
• Ensure efficient alignment of company-wide processes to meet customer support KPIs, monitoring scheduling staff effectiveness.  
• Oversee support center scheduling to meet service level agreements, optimizing staffing levels and adherence to schedules.  
• Coordinate staffing solutions to match workload demands, considering factors like training, attrition, and operational objectives.  
• Establish data-driven practices for continuous performance analysis, collaborating with Data & Metrics team for accurate forecasting and capacity planning.  
• Provide recommendations for staffing adjustments based on analysis, driving improvements in forecasting accuracy.  
• Act as a liaison with other departments to address staffing-related issues affecting contact center operations.  
• Identify and recommend operational and support improvements to enhance performance.  
• Apply analytical skills to look at ACD/WFM tool data and make decisions around staffing and scheduling of staff  
• Collaborate with IT Support to define and implement infrastructure tools for enhanced support capabilities.  
• Provide leadership, fostering alignment, transparency, and talent development across multiple teams.  
• Other duties as assigned   

Education and Experience  

• Bachelor’s degree in business, management, or similar field or equivalent work experience required 
• 5+ years of contact center workforce management, including forecasting and scheduling solutions like Verint, NICE, Genesys, Avaya or a similar platform. 
• 3+ years previous people leadership experience 
• Experience with successfully leading process improvement projects.    
• Understanding of contact center operations with multiple sites, time zones, queues and skills.  
• Ability to work in a very fast paced environment, good time management skills required 
• Strong critical decision-making skills 

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. 

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. 

This role can be performed from any office in the US. The pay range for this position is $68,000 - $126,200/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.